A fintech payments provider: a richly integrated contact centre for ten concurrent users

Payments customers expect fast, secure answers, and a fintech's support team sits close to money, identity and regulation. This provider served both businesses and consumers, through voice and web messaging, with customers using its own mobile applications and agents needing information from its digital banking system to resolve almost every enquiry.

The team was small, at ten concurrent users, but the requirement was not. Customers had to be verified before agents could discuss accounts or entitlements, agents needed full context on screen when an interaction arrived, issues had to flow into the engineering team's Jira, and quality, workforce management and engagement all had to be in place from day one.

Working on behalf of a UK Genesys reseller partner, QVCCS designed and delivered a Genesys Cloud CX 3 solution that used the licence to the full. Like many of our smaller engagements, it ran with a full enterprise mandate and strong alignment between the client, the reseller and the delivery team.

The licensing suited the team. Under the concurrent model, Genesys counts the peak number of users signed in at the same time rather than every named person, which fits a small team covering the UK and other locations across shifts. Every integration, the verification step and the bot flow were designed, built and tested to the same standard we apply to programmes many times the size, because the customer impact of a failed lookup is the same whatever the team size.

1. Voice over BYOC Cloud carrier connectivity, and web messaging through Messenger
2. A digital bot flow to capture customer information and surface knowledge before handover
3. Agent scripts giving a detailed screen pop with the customer's context
4. An agent-initiated one-time passcode to help verify identity and financial entitlements
5. Integrations with the digital banking system, two client-supplied mobile applications and Atlassian Jira
6. Quality management, surveys at the end of web messaging conversations, workforce management and gamification

In web messaging, a digital bot flow greets the customer, captures the details the team needs and surfaces relevant knowledge, so many questions are answered without waiting and the rest reach an agent with the groundwork done. Calls arrive over BYOC Cloud. Either way, the agent's script opens with the customer's context from the digital banking system and the mobile applications already on screen.

Before discussing an account, the agent can trigger a one-time passcode to the customer, adding a strong verification step to identity and entitlement checks without slowing the conversation. Issues that need engineering follow-up are passed into Jira, and messaging customers are invited to rate their experience at the end of the conversation, feeding quality management alongside evaluations, workforce management schedules and gamification goals.

The project was successful, and was completed on time and on budget despite its inherent complexity. With only ten concurrent users, the client made full and effective use of Genesys Cloud CX 3 and gained a very richly integrated contact centre, proving that Genesys Cloud CX is just as relevant to a small, specialist team as to a large one.

• Voice and web messaging live on one Genesys Cloud CX 3 platform
• Agent-initiated one-time passcodes supporting identity and entitlement checks
• Customer context from banking systems and mobile apps on screen as interactions arrive
• Quality, surveys, workforce management and gamification in daily use

Like our work for a global fashion brand, this engagement shows how little the number of agents says about the effort needed to deliver well. Integrations, verification, bots and workforce engagement each carry the same design and testing work for ten users as for a thousand. Scoping by requirement rather than team size, and keeping client, reseller and delivery team aligned throughout, is what landed it on time and on budget. It also shows that Genesys Cloud CX does not need a large user count to matter to an organisation: here it became the centre of customer service.